CEOs Forced To Change Interactions With Customers

CEOs say they will change how their companies interact with customers to boost business growth, says a report by Accenture Interactive. Post-pandemic, consumer needs are likely to continue evolving and companies will need to adapt to stay competitive. While a focus on customer experience (CX) has traditionally been based on transactions with customers, being experience-led is a new way of working that is increasingly being backed by the C-suite, says the research. Accenture Interactive calls this new holistic approach – which is becoming an urgent business imperative – the Business of Experience (BX). Companies that perform well are customer-obsessed and make experience innovation an everyday habit. They make sure that customer experience is the responsibility of every person and part of the business. As well, they utilize technology and data to continuously unlock efficiencies that can be reinvested in new opportunities for performance and growth.